Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a GemAlgo client on 4/16/26. I purchased a license for $10K, and signed the REMOVEDLicensing Agreement. The Satisfaction Guarantee was important.For more than 3 months, I actively traded on an ETrade account using the REMOVEDsystem. The system failed to stay connected to my account on numerous occasions and had to be manually reconnected by GemAlgo personnel. I believe some system trades were missed due to system disconnects, which may have contributed to the results I experienced.On July 30, I requested termination of the agreement and for Gemalgo to return my license fee, following the satisfaction guarantee process described in the GemAlgo Licensing Agreement. I completed divesting all investments made by the system, and my account has been completely disconnected.GemAlgo still has not responded to my request for a refund. I tried follow-up phone calls, emails, and WhatsApp chats, all with no response. I am still waiting for any response, trying all possible methods.Below is the agreement Satisfaction Guarantee clause. Please note the 90-day use requirement.7. 365-Day Satisfaction Guarantee 7.1 Licensee may request a full refund of licensing fees paid within 365 calendar days of System activation if unsatisfied.7.2 To qualify for a refund, the Licensee must have:Used the software for a minimum of ninety (90) consecutive days during the initial three hundred sixty-five (365)-day period;Scheduled and completed an account cancellation call with a GemAlgo representative to disconnect the software from the trading account within the same three-hundred sixty-five (365)-day period.7.3 Refund requests must be submitted in writing to REMOVED(email address not allowed in TrustPilot review text).Approved refunds based on the 7.2 Section will be processed within fourteen (14) business days of request.7.4 After three hundred sixty-five (365) days from the System activation, all payments are final and non-refundable.

  

  Business Response

  Date: 09/21/2026

  GemAlgo Response:
  GemAlgo contacted REMOVEDby phone on September 14, 2026, regarding his refund request. During that call, we informed Mr. REMOVEDthat his refund request was being processed.
  Mr. REMOVEDthanked us for contacting him and stated that he would remove the complaint.
  We appreciate Mr. REMOVEDtaking the time to speak with our team and are pleased we were able to address his concerns directly and provide an update regarding the status of his refund request.

  Customer Answer

  Date: 09/21/2026

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  REMOVED